Customer experience is fast becoming the new mantra for operators across the globe. But while improvements are being made in broadband speeds, customer experience and so forth, app latency and errors have largely gone ignored. This is despite the fact that both are important drivers of customer experience and of app developer profitability. Find out the relationship between latency and app errors and our analysis of those operators that are performing well and those that are ‘lagging’ behind.
Our latest analysis shows staggering differences in ‘app-lag’ (the time it takes for an app to get a response over the Internet) across France, Germany, Italy, Spain and the UK, and twenty mobile operators. This has significant consequences for customer data experiences, and potentially operator market performance too. Operators in France, particularly Bouygues and Free, are delivering a superior customer app experience while 3 in Italy and Movistar in Spain are European laggards. (October 2015, Foundation 2.0, Executive Briefing Service.)
BT’s attempt to acquire EE in the UK presents the regulator and its competitors with choices that could re-frame the principles of regulation and competition in an era of consolidation, with consequences for many other markets. Will BT succeed, and if so, what will be the terms of the deal, and how will the market subsequently play out?
The latest results for Telefonica are grim, showing a 12% y-o-y revenue decline, following Orange and Deutsche Telekom’s 4% drops. This signals unequivocally that transformation is now a necessity not a luxury for European operators – and the rest of the world is not far behind. Longer term recovery is possible but not a certainty – what are the key steps? (May 2014, Foundation 2.0, Executive Briefing Service, Telco 2.0 Transformation Stream.)
Enterprise Mobility Framework December 2013
We see five major trends leading towards the overall picture of the ‘software defined operator’ – an operator whose boundaries and structure can be set and controlled through software. This presents threats as well as opportunities for industry players selling and wanting to sell to telcos.
Facebook has launched ‘Facebook Home’, technically a shell around the Android OS, that in theory creates valuable new advertising inventory on the screens of users’ phones. What will its impact be in practice for Facebook, and on Google, mobile operators, and other device manufacturers? (April 2013, Foundation 2.0, Executive Briefing Service, Dealing with Disruption Stream.)
Facebook Home ‘Coverfeed’ April 2013
This 120 page Strategy Report focuses on the ‘Digital Generation’ – the cohort which has grown up with new applications and technologies – whose behaviour will ultimately drive the future shape of the Telco business. The report is a ‘must read’ for CxOs, strategists and product managers seeking to evolve telcos to succeed with the next generation. (July 2009)